Fazoli's — Restaurant in Lexington

Update (10.25.2024): Service continues to improve. We went this past weekend, and the manager (I think) was super friendly and genuine. They came around with extra bread which is sometimes hit and miss during visits. I went to get a box and the manager asked if I wanted breadsticks to go which is a small thing but very much appreciated.

I have learned it is best to stay away from chicken dishes because they are usually dry but other dishes are usually good.

Update: We have tried this location a few times since my previous review. Service has improved.

Previous: This used to be a go to restaurant. Unfortunately, this location started to go downhill a while back. The most recent visit solidified that we won’t be back. We figured it would be a quick in and out visit but we were wrong. It took nearly 30 minutes to get our food. The table behind us had gotten there after us and when an employee came by sweeping that table asked about their food. They received their food a few minutes later. 10 minutes passed and we still had not received our food. After 30 minutes my husband were beyond irritated so we decided to just leave. We grabbed the receipt and the table number and were heading to the counter g to request a refund. We had waited so long that the lady that took our order saw us coming and said “yall have a good day”. She thought we had already received our food and eaten it and were leaving. Then she saw the number in my husband’s hand and looked shocked. “You haven’t got your food yet?” I am not sure how she didn’t notice already because she had been sweeping and washing tables around us. Right at that moment we saw the tray with our food come out of the kitchen. The employee carrying the food asked where we were sitting and we showed her. She didn’t say anything or apologize so I mentioned that we had waited 30 minutes. She said “We got backed up in the drive thru”. I mentioned to her that people who arrived after us already received their food. She mumbled sorry and walked away. It was not a genuine apology. I understand that a restaurant can get backed up. However, if the manager knew they were backed up they could have come around with bread sticks. We were so disappointed at that point that we grabbed to go boxes and left to eat at home. It was such a bad experience. We will not...

Almost always eat here on my lunch break because I work right across the street and never had any problem till today. When I first came in to order it was about 20 minutes after 4pm, so I knew the $5 special didn't include a drink anymore. I ordered the 3 for $7 special and a drink but she told me drink was still included, which was fine for my pockets but it wasn't right and another worker had to tell her that. I asked if I could double my $1 off coupon and my free salted caramel gelato coupon and she said yes. Then after she scanned both, she told me that the gelato one didn't work so I can't use it. They both were on the app and I reemeed them both in front of her so she either didn't know how to get me the free gelato or didn't care. That's problem #1. I ordered a house salad and usually I would get it at the counter but she didn't give it to me so I assumed it would come with my food. But no, I had to ask another worker for it because the cashier forgot. Problem #2. The last problem is the fact that the restaurant was a HOT MESS. I have never seen a floor at a restaurant look so filthy in my life. The store looks like it hasn't been vaccumed in years, literally. I am completely diguseted with the rude service and the dirty store that I...

I have NEVER posted a review of a restaurant but I felt I had to this time. We just left this Fazoli’s. It took about 5 minutes for someone to come to the front and take our order (they were not busy). After I ordered, I had a gift card to pay with. I scanned it and it asked us to type in the number manually. The cashier went to the back to ask someone else to figure it out. In the meantime, I just typed the number in and it worked fine. We got our order number and cups. One of the drinks was out, they never fixed it. The condiment drink area was filthy with garbage and dried dripped drinks. There were bugs.

The restaurant was near empty but the floor was filthy. Employees were literally on their phones in the front for us to see. The breadsticks they brought were hard and literally dripping garlic butter. I walked to the front to ask for fresh breadsticks, the cashier was on her cell phone and tried to walk behind the cups so I wouldn’t see her (she was the only one there to help me). When I just looked at her, she pulled her phone away from her ear just long enough to ask what I needed.

I will say we will never come back here! There is no excuse for a filthy restaurant when employees are sitting around on...